When you want to move your account to a new device, you need to use the 'Restore Progress' feature on the new device. If you get an error message when doing so, there are several things that may help.

For the transfer to complete, you need the Support ID and Link Code from your old device, with the Coins and levels that you're trying to transfer over. This requires access to your old device, or for you to have saved the ID and Code (the 'Transfer Progress' feature lets you do this quickly by emailing the codes to yourself).

If the Support ID you're entering is identical to the one that appears in the Options menu, the transfer will not go through.

If you no longer have access to your old device for the old information, please contact the Support Team so they can assist in locating the information. Information like the email address saved with the old account can help expedite the process.

Once an account has been transferred to another device, they cannot be used again. If you've made a transfer before, make sure you're using the codes from the most recent device, and not ones that were used in a previous transfer.

Support IDs are formatted like 12345-67890-98765. For the transfer to go through, you will need to include the dashes when typing it in.

Link Codes are a jumble of numbers and letters, like aa11aaa1a1aa or 1aa111aaaaa1a. They are case sensitive and only use lowercase letters, so make sure your keyboard isn't capitalizing the first letter automatically.

If you have the Support ID and Link Code from your old device, but they aren't being accepted, please let the Support Team know, send them the codes you're using, the same way you've been typing them when entering them to restore.

If you have any questions, let the Support Team know at any time.